Heartland Business Systems
Heartland Business Systems
501 – 1,000 Employees
ConsultingEducationHealthcare
Heartland Business Systems is an IT consulting and cybersecurity provider that helps organizations connect technology decisions with business priorities. Its services span cloud solutions, data center management, managed IT, application development, AI and analytics, and cybersecurity risk assessments. HBS works with clients across consulting, healthcare, and education to modernize operations, support collaboration, improve resilience, and protect critical data, systems, and people through tailored technology programs.

IT Support Coordinator (Hybrid)

Coordinate service desk support for client technology requests at Heartland Business Systems, a Midwest technology value-added reseller. Triage tickets, troubleshoot user issues, and manage SLA-driven resolutions.

Description

  • Act as the primary phone contact for Service Desk requests
  • Capture issue details, evaluate business impact and urgency, create precise tickets, and complete initial troubleshooting
  • Explain technical information clearly, keep clients informed, establish expectations, and escalate urgent or business-critical matters
  • Evaluate, prioritize, categorize, and assign tickets according to impact, urgency, technical needs, and SLA commitments
  • Dispatch tickets through phone, email, and shared inboxes
  • Track ticket status, ownership, and SLA performance; escalate issues or redistribute workloads as needed
  • Diagnose routine hardware, software, account, connectivity, and user problems across Windows, macOS, ChromeOS, Apple, and Android environments
  • Deliver basic support for Microsoft 365, applications, and user accounts
  • Manage lower-level alerts and internal tickets, escalating complex problems with thorough troubleshooting notes
  • Work with clients, IT teams, and business units through Teams, phone, email, and ticketing platforms
  • Attend team meetings and surface recurring problems or emerging trends
  • Keep ticket information accurate and record troubleshooting steps and resolutions
  • Maintain knowledge base content, procedures, and Service Desk documentation
  • Adhere to escalation and SLA procedures while identifying improvements to documentation, workflows, and Service Desk operations

Requirements

  • At least one year of experience in IT support, service desk operations, IT coordination, or technical troubleshooting
  • High school diploma or equivalent
  • Customer-focused approach to service and support
  • Foundational knowledge of computer hardware, software, operating systems, Windows Server environments, and networking
  • Prior experience in a managed services provider environment
  • Basic familiarity with Microsoft 365 administration and the Microsoft 365 Admin Center
  • Experience triaging, dispatching, prioritizing, and escalating tickets
  • Results-oriented approach to resolving issues
  • Collaborative team mindset
  • Professional and respectful conduct

Benefits

  • Competitive compensation package that may include bonuses, incentives, commissions, fair-wage programs, retirement plans, and HSA-compatible benefits
  • Opportunities for professional growth
  • Community engagement initiatives
  • Personal development support
  • Employee and family celebrations
  • Environmental sustainability initiatives
  • Paid time off
  • Work-life balance
  • Recognition and awards
  • Collaborative, innovative, award-winning team environment

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